West Brom Building Society Reviews 

I've had a WestBrom WebSave account for ages but still had to jump through new KYC hoops that don't work properly. Really hard to open a new savings account after repeated abortive ID submission attempts via inoperative links. Interest rates are not as high as competitors. Even to set up new online banking I have to phone them first. My time's too valuable to deal with dinosaurs, so I now know why the FinTech banks are taking over.

I have had my Morgage with West Brom for 2.5 years without no defaults etc. we are wanting to move house and we are due to get married at the end of the year. I therefore applied for a portal of orginal Morgage sorely under myself and then to add my partner on and borrow extra for the property we had seen. We were given two principle of agreements. We then went through application to be told because my partner has bad credit/defaults we could not proceed.
I completely understood this so asked if I could proceed solely again on the extra borrowing. The affordability was no problem given I had since had a substantial pay increase.
However, this is now my complaint, I was told I could proceed because I’d already applied with my partner. To which I answered I know all of this but I’m now solely wanting the Morgage as I have done the last 2.5 years. I have been refused because “policy” states I had applied jointly first. If I’d have know this prior I would have just applied and had got the extra solely.
I’m livid as now I’m having to go with another company who has now accepted my application but I have to pay the redemption fee of £4000 because of a policy which in legal terms is not a stance. This is just someone in the company following a part policy which actually makes no sense.
DO NOT USE WEST BROM. Your loyalty and customer service is none existent to them.
To top it off their customer service and complaints will be informed by the advisor which will take 28 days or 56 for complaints procedure. By which time I am needing to proceed as we have a chain of people all waiting to move on.
I advised that waiting this time by which I will only receive the standard apology letter doesn’t quite help or problem solve this issue. An apology also doesn’t quite cut it when I’m dealing with life like everyone else work, children and going through cancer treatment.
The kick in the teeth is the £4000 that they will also get back because of a statement on a policy.
Whoever is dealing with your internal policies and guidance needs to have a major look at what you are doing to people and also look at equitable guidelines. That’s just what they are guidelines!
I wonder if the would be kind enough to waiver the £4000 for being so incompetent, inconsistent in the guidelines and appalling customer service to loyal customers.

They reduced my interest rate without notifying me as I had too low a balance, having raised this with them I was referred to terms and conditions. The only reason I can think for not notifying certain customers is to make extra profit! A poor performance from a company priding itself on customer service. It would take more effort to single out customers with a low balance who should not be notified than send everyone with the account an email with a rate decrease - very unfair!

I want to say thank you to all the staff and members who have accepted to reopen my savings account with the West Brom after I moved down South of England in 2022. I used the money I had saved with the West Brom to refurbish my new place and close my account with them but I used to live for 15 years in Birmingham so it was kind of sentimental which they understood and they accepted to reopen my account with some proper security checks. They just go by the book but they also treat you as an individual and not a number. 2 years after and I have 3 savings accounts with the West Brom.I am very grateful and want to wish to all the staff and members a Merry Xmas especially to the branch in Kings Heath in Brum and their lovely staff especially at the reception and also the branch on New Street in Birmingham City centre for their excellent sense of customer service. Take care and God bless. Gilles xx

It's Mon 2 Dec at 18:57 and the matured funds (Sat 30 Nov) have still not arrived at Santander. The West Brom completion transaction quotes the correct sort code and account number.
1. Where is the money?
2. When the fixed term contract was made it was known that the 30 Nov 2024 was a Saturday - and yet the West Brom knew they could not honour a transfer! Next working day is not credible in this day and age.

Just recently got my First mortgage with West Brom and they work with your individual circumstance to help you achieve the dream of Home ownership. They do not disregard you without giving you a fair assessment. Would highly recommend to anyone who is trying to get on the property ladder.

Also everyone I have spoke to over the phone or online chat have been really helpful and kind. So you can add excellent customer service to this review as well.

I have money in a Web Saver account. I want to transfer out, but although it leaves the account instantly it takes ages to get to its destination. The money simply disappears for 36/48 hours or more. Very worrying. Don't put your money with this place!

Ridiculously complicated application process to open a savings account. It took over a week for them to confirm that my account was open then I found that I had to jump through even more hoops to get online access to it!! I haven't bothered.

I've just opened an account with a different building society without any delays or problems whatsoever and that's where I'll be putting my money. West Brom, you need to learn how your competitors are doing it.

I wish I'd read the reviews on this site before attempting the process.

Recently applied to open an account online with The West Brom. 1st of all I have never had so much trouble opening bank or building society accounts as this in my life and I have opened 6 in the last 12mths, yes obviously I have money to invest. Well I followed the procedure, answered the questions and uploaded what they required me to upload and applied only to receive a letter a week later stating that due to demand my application will take longer, that’s fine but another week later I receive an email stating we are still working on it sorry for the delay and we are no longer accepting new applications followed by another email stating thanks but no thanks as you didn’t apply correctly. What a bloody joke of a building society you are West Brom & I’m actually pleased you turned me down because I will take my £150k to a proper building society now. Your loss

This has happened a few times now. Email saying we’ve been trying to call you to discuss mortgage but zero communication actually received and they can never seem to provide the actual dates/dates when the supposed calls have actually occurred (zero missed calls on my end!)
I am literally starting to feel as if I’m cracking up and to be honest am fed up of being made to feel as if I’m ignoring them when I’m not.

Impossible to sign up for a savings account and just as impossible to contact. I've tried for 3 evening now to invest a pretty considerable amount of money in their 4.9% saver account. Their contact form 404's and their chat bot just disconnects mid conversation so why on earth would anyone invest in a bank with such poor digital communication or service. I feel I've dodged a bullet avoiding them and will take half a percent less investing in a Bank that has some credibility.

Joined a few years back and I've got no real complaints but quite rude when you call

I was approved for a mortgage and by this point I had sold my investments to show I had the funds for a deposit, I had to sell them at a loss to get the ball moving on my flat purchase.
Then out of the blue West Brom sent an email , (no phone call) that they were unable to lend to me because of the service fees on the flat, these fees were known from the start. It’s criminal what they did to me, stay well clear , poor service and no apology

Took our mortgage out with these guys. Rang to get account details and to ask about our £250 cash back. The lady was so rude it was actually really uncomfortable. I would never dream of speaking to anyone like that or being like that. It’s just rude. The lady sounded like an older lady with a posh accent. It was actually quite upsetting. Especially when you’re a respectful and nice person. No need for it. No customer service skill what so ever.

Went today to get a customer service details from management but the staff member was more proffional then management because he said I go around making complaints different banks wich happend 5 years ago he clearly doesn't know about autism and I told him couple of occasions and had no empathy or listening to what I had to say at all he Need to education about autism clearly

I notice that a few people have had issues withdrawing money. You are not alone. When you are opening an account I would strongly advise that you make sure you provide a nominated bank account. if you don't, there is no way, as far as I am aware, of adding your bank account details to your personal details via the West Brom website. Their favoured option is for you to give your bank account details over the phone. As I am not prepared to do this and my patience has run out, I am reluctantly, closing my account. I have reported my concerns to the West Brom and hopefully they will make the software changes I have advised.

Great experience with our first mortgage. Really quick with everything done within a week of application.
Highly recommended for any first time buyers!

I opened a 60 day notice account with them because of the high interest rate advertised on money savings experts, then turns out I had to call them to give notice. 3 out of 6 staff I talked to are pretty clueless what I am talking about (subpar staff training, they are pretty lost in the products they offer), the phone button routes are messed up, and the line kept cutting off by network instability. I spent almost an hour, talking to 6 people, to finally give notice on my account. They told me the money would be with my bank account in the beginning of April, but the beginning of May now and the money is still with them? I'm missing a payment because of their incompetency.

Just don't bother, it's a 0.5% rate difference with other banks, but cause you so much time and energy trying to get the money back from them. You can do better with, say, chip.

According to my account (WebSave) my interest was 'Paid Out to Bank' on April 25 yet I have just checked on Tuesday 30th and it still hasn't appeared. Who is gaining interest whilst my money is in limbo?

I called today to find out how to view my payment history on my Mortgage Account and the person on the phone was so incredibly rude to me.

I was told that their system doesn't have 'fancy modern things' like the ability to view transactions and what do I expect from building society. I was told to 'be reasonable' twice.

Telling me politely that this is only available on the annual statements that are posted to me is all that was needed.

I was close to tears by the end of the interaction.

Horrible horrible experiance